Customer Service Manager

Company Description

ITW Residential and Renovation, a division of the Construction Products business segment, is a global provider of premium fastening solutions that improve contractor productivity and building quality in the residential and renovation construction industries. Our products are positioned as market leaders and category leading brands encompassing wood to wood fastening systems (Paslode®), structural wood fasteners (GRK Fasteners™), concrete anchoring systems (Tapcon®, Red Head®, Ramset®), underlayment screws (Rock-On®, Backer-On®), self-drilling screws (Teks®) and drywall anchoring systems (E-Z Ancor®).

ITW offers its employees a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures.

Job Description

ITW Residential & Renovation division within Construction Products North America is seeking a talented individual to lead our division’s Customer Service function. The Customer Service Manager will utilize a one-team mindset to ensure our ‘80’ customers are delighted, our processes and tools are optimized and streamlined, and our Customer Service teams are supported in helping each other by providing seamless coverage across locations and teams, and consistent talent management principles are in place to enable team members achieve their career goals.

The Customer Service Manager will be tasked with stepping into the role, assessing the current state, and then designing and implementing a strategic plan to build Customer Service achievement milestones over the next three years. The milestones will consist of evaluations and recommendations regarding the IT support functionality and footprint, and associated customer-facing experience, optimization of the physical team locations and structures of the teams in end-user support and order management capabilities.

This role is a major influencer within our division and has key stakeholders across the Sales, Marketing, and Operations organizations. We will rely on this role to be accountable and highly visible in developing, publishing and maintaining customer service metrics to ensure we are understanding and responding accurately to the needs of our 80 customers in our retail and distribution space, as well as our end-users.

The Customer Service Manager will be reasonable for managing the divisional customer service hierarchy, which includes team members in Glenview, Bartlett and Lake Forest, IL. The role may be based from any of those locations with requirement to travel frequently between the locations and spend time with the teams at each of the sites.

Core Responsibilities:

• Directly manages customer service, including performance management, coaching, training and development, exercising praise and disciplinary action when necessary.
• Conducts departmental meetings and designs communication flows between staff and leadership.
• Manages team’s work schedules ensuring customer coverage and recommends appropriate staffing levels.
• Manages the implementation of customer service department processes to ensure optimal output of customer satisfaction.
• Strong emphasis on people and processes, determine KPIs, and CRM system.
• Provides customer solutions and attention to details with emphasis on resolving gray areas.
• Engages in customer relations whenever possible to establish and maintain a rapport with customers.
• Manages customer inquiries, researches, and provide solutions to the satisfaction of the customer.
• Performs other duties as assigned.
• Demonstrates outstanding interpersonal and communication skills.
• Demonstrates extensive abilities to work independently, and as a team leader in managing teams to create an atmosphere of trust, support, and seeks diverse views to encourage improvement.
• Demonstrates ability to effectively manage, coordinate and handle multiple tasks/assignments simultaneously and able to react to spontaneous changes in priorities.
• Must be able to adapt to a changing work environment in a positive manner.
• Other duties as assigned.

Qualifications

• Bachelor’s Degree in related field required
• Minimum 7 years of experience in Customer Service
• Minimum 3 years of managerial experience 
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Experience in developing high-performance teams.
• Strong problem solving and analytical skills.
• Proven record of continual improvement in areas of expertise.
• Proven track record of driving results a continuous improvement in an organization.
• Demonstrated experience handling competing/multiple priorities.
• Ability to see underlying concepts and patterns